Customer Care Agent (1517836)

Customer Care Specialist

Duration: 6+ months contract with possible extension Location Type: Onsite 1200 Peachtree St NE, Atlanta, GA 30309 Note: Onsite will then transition to hybrid Compensation Range: $21/hr w2 Medical, Dental and Vision benefits are made available after 90 days. There are no additional benefits provided during the contract period (no PTO, no Paid Holidays, etc.)

Summary: About the Role

We are seeking a resourceful, detail-oriented Customer Care Specialist to deliver white-glove support to our digital subscribers through phone, email, and live chat. The ideal contractor is customer-centric, demonstrates excellent verbal and written communication skills, and excels at identifying root causes and guiding customers through effective troubleshooting. The team you'll join The Customer Experience team is a cross-functional group united by a shared mission to put the customer at the heart of everything we do. Spanning Customer Care, Customer Success, and Audience Insights, we aim to elevate the voice of the customer to shape strategy, inspire innovation, and fuel meaningful connections. We champion a best-in-class customer experience to drive subscriber growth and power long-term retention.

Key Responsibilities

• Provide timely, professional support to customers via phone, email, and live chat with a focus on first-contact resolution and high customer satisfaction.
• Assess customer inquiries, identify needs, and deliver accurate, effective solutions.
• Diagnose and troubleshoot technical and account-related issues, guiding customers through step-by-step resolutions.
• Educate subscribers on the full value and benefits of their subscription to maximize engagement and retention.
• Stay current on product features, services, and policy updates relevant to subscribers.
• Consistently meet or exceed performance metrics, including response time, resolution rate, quality assurance, and customer satisfaction scores.

Qualifications

• Excellent verbal and written communication skills with strong phone and email etiquette.
• Proven ability to build rapport and maintain positive relationships with customers.
• Strong teamwork and interpersonal skills that contribute to a collaborative environment.
• Ability to work independently, exercise sound judgment, and demonstrate reliable follow-through.
• General troubleshooting knowledge of iOS, Android, macOS, and Windows platforms.
• Consistently applies good judgment to deliver exceptional customer support.

Requirements

• High school diploma or GED equivalent.
• Minimum of 2 years of experience in a call center or customer-facing support role.
• Ability to speak, read, and write fluently and professionally in English.
• Availability to support hours of operation Monday to Friday, and occasional weekends.